GLCM Associate – GBB Client Servicing, GSC

The health and safety of our employees and candidates is very important to
us. Due to the current situation related to the Novel Coronavirus (‎2019-nCoV),
we 're leveraging our digital capabilities to ensure we can continue to
recruit top talent at the HSBC Group. As your application progresses, you may
be asked to use one of our digital tools to help you through your recruitment
journey. If so, one of our Resourcing colleagues will explain how our video-
interviewing technology will be used throughout the recruitment process and
will be on hand to answer any questions you might have.
Some careers have more impact than others.
If you're looking for a career where you can make a real impression, join HSBC
and discover how valued you'll be.
HSBC is one of the largest banking and financial services organisations in the
world, with operations in ‎64 countries and territories. We aim to be where the
growth is, enabling businesses to thrive and economies to prosper, and,
ultimately, helping people to fulfil their hopes and realise their ambitions.
We are currently seeking an experienced professional to join our team in the
role of GLCM Associate

Why join us?
HSBC Technology and Services
HSBC Technology and Services is a pivotal part of the Group, providing
essential operational and technical support to our global businesses and
helping improve customer service and efficiency.
Global Service Delivery
Global Service Delivery is a business-aligned, customer-servicing organization
with the primary objective of driving operational excellence across our
businesses worldwide. Achieving this through the consolidation, simplification
and continuous improvement of processes across the full range of HSBC
operations, the division simultaneously takes responsibility for managing
operational, location and processing risk and ensuring that services provided
are at a best-in-class price point for the required quality level.
Purpose of Department
GLCM Digital Operations supports ‎50+ countries on e-Channels such as HSBCnet,
and Connect off six +locations (Bangalore, Hyderabad, Taikoo Hui, Krakow,
Mexico City, Kuala Lumpur and Cairo). Functional and operational support
provided to the business covers end to end journey of the customers' digital
experience and is of varied complexity covering Contact Centers, General
Processing and Project-Based Teams such as testing, implementation etc.
The GBB Client Servicing Helpdesk in GSC Bangalore & Hyderabad provides
general knowledge, technical and consultancy support on generic product-
related queries to Business Banking customers (turnover below US$‎6.5) from
Canada, USA, India at first. The scope for the team will expand in ‎2022 to
more markets.
The Opportunity:
* Working in a contact center environment handling multiple customer queries from our Customers typically on multiple products and or propositions
* Providing quality customer service over the phone to resolve customer enquiries at a high level of customer satisfaction
* Ability to interpret and handle complex customer enquiries to establish their needs and offer relevant products, services and solutions
* Taking ownership and initiative to complete necessary research and customer follow up or direct the customer to the appropriate department for resolution
* Responsible for achieving individual key performance indicators and development whilst maintaining appropriate operational risk control and compliance in all activities
* Advising, communicating, empathizing, resolving conflict and responding sensitively to clients
* Responsible for ensuring resolution in a timely manner, while maintaining the highest level of quality support in every customer interaction
* Recognize and adjust support approach to accommodate all levels of customer's experience
* Communicate positively with team members, customers, and other partners
* Provide service to customers by focusing on resolving requests efficiently, accurately, and professionally.
* Direct customer queries to the relevant team thus providing best customer service
* Assist line manager/supervisor with managing day-to-day operations and support peers on process if needed.
* Participate in team meeting / team activities and work towards sustaining team spirit.
* Defuse irate customers and resolve challenging inquiries utilising negotiation skills while following guidelines in an effort to satisfy the customer.
What you'll do:
Impact on the Business
* Answer calls from our HSBC customers in a polite and friendly way, instilling customer confidence and resolving customer's issues at first contact where possible.
* Delivers what is promised in line with customer expectations
* Offers value added products and services based on customer needs analysis and ensures customer understanding of those products
* Customers / Stakeholders
* Provides excellent customer service to basic inbound customer calls by keeping up to date on training and internal communications
* Generating customer loyalty through strong knowledge of key products and services
* Owns and resolves issues and understands how and when to escalate
* Operational Effectiveness & Control
* Knowledge of and implementation of the Group compliance policy, Operational Risk and SOX
* Maintains HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external 'regulators'
* Awareness of all elements of Operational Risk associated with the role in compliance to SOX for contact centres

Requirements
What you will need to succeed in the role:

• Must have bachelor's degree


• Must be proficient in English (Written/Spoken) with good typing skills


• Open to working flexible shifting schedules


• Must be flexible, customer centric and have the ability to thrive in a team environment seeking feedback and open to development


• Takes pride in delivering what is promised in line with the customer and service expectations


• Wants to do a good job,is concerned about getting it right for the customer and checks everything is in order


• Ability to work in a high-volume, fast paced environment is required


• Proficiency with personal computers and basic software packages and specialised applications


• Excellent verbal and written communication skills and is polite and friendly at all times


• Displays patience and empathy


• Flexibility to work shifts.
  What additional skills will be good to have?


• Ability to build rapport with people.


• Ability to maintain focus while working with voluminous data


• Ability to write business letters and reports
  Due to the urgent hiring need, candidates with immediate right to work locally
  and no relocation need will be prioritised.
  The chosen candidate for this role will be required to undergo enhanced
  vetting. Subject to local laws, this will require the individual to
  satisfactorily pass a series of additional checks as part of the recruitment
  process and on an ongoing basis, if appointed to the role. HSBC Group reserves
  its position with regard to any steps which it may take in relation to any
  material adverse findings which arise either when the checks are originally
  completed, and/or if relevant, on an ongoing basis. For more information about
  the enhanced vetting for this role please contact the recruiter for this role.
  You 'll achieve more at HSBC *
  HSBC is an equal opportunity employer committed to building a culture where
  all employees are valued, respected and opinions count. We take pride in
  providing a workplace that fosters continuous professional development,
  flexible working and, opportunities to grow within an inclusive and diverse
  environment. We encourage applications from all suitably qualified persons
  irrespective of, but not limited to, their gender or genetic information,
  sexual orientation, ethnicity, religion, social status, medical care leave
  requirements, political affiliation, people with disabilities, color, national
  origin, veteran status, etc., We consider all applications based on merit and
  suitability to the role."
  Personal data held by the Bank relating to employment applications will be
  used in accordance with our Privacy Statement, which is available on our
  website.
  Issued By HSBC Electronic Data Processing (India) Private LTD***